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Manager, Service Desk Projects and Audit

3 weeks ago

Mississauga, Ontario, Canada IKO North America Full time

IKO Industries Ltd. is a market leader in the manufacturing of roofing and building materials. IKO is a Canadian owned and operated business with production facilities worldwide and has many years of unparalleled success in the roofing materials industry. Quality, integrity, and trustworthiness are the values that underlie this success, and we have built this company by hiring people who hold these values. People like you
 

Job Description

Reporting to the Director, Global Service Desk, the Manager, Service Desk Projects, and Audit has overall responsibility for the projects and initiatives requiring Service Desk support. This includes but is not limited to onboarding of new entities, system upgrades and updates, effectiveness of processes and tools related to the onboarding and or upgrades and updates. Timely project delivery, continuous optimization and improvement are key to success in this role.

This role is also responsible for project and initiative hand-off, reporting and documentation to meet the growing resource demand and better utilization of Service Desk resources an tools.

The Manager, Service Desk Projects, and Audit will work with internal and external business partners to support all locations where there is a prioritized project or initiative and provide reporting and solutions that meet the needs of businesses and end-users.

The successful candidate will work with project managers, senior leaders, department managers and IT support personnel to ensure consistent onboarding and transition to the HSS day-to-day operations. This role is a full-time permanent opportunity and is based onsite out of our Mississauga, ON office location.

Benefits

  • Health Insurance (includes Virtual Health, and HCSA)
  • Dental Insurance
  • Vision Insurance
  • Life Insurance
  • Long-term Disability
  • Short-term Disability
  • RRSP Match
  • Paid Vacation
  • Floating Days
  • Employee Assistance Program
  • Employee Engagement Events
  • Awards and Recognition
  • Tuition reimbursement
  • Service Awards
  • Employee Perks & Discounts

Job Responsibilities

  • Serve as the primary point of contact for all project needs pertaining to Service Desk. Liaise with business partners and colleagues to negotiate and coordinate and or prioritize.
  • Oversee, and prioritize simultaneous project tasks and deliverables to maximize results and ensure best outcome from the Service Desk perspective.
  • Take initiative and accountability to be proactive and communicate risks with proposed solutions.
  • Conduct comprehensive audits on the end user experience post – go live/hand-off.
  • Provide technical support and guidance on projects requiring Service Desk support.
  • Monitor and maintain LIC and contract renewal to ensure uninterrupted service.
  • Ensure end-user and Service Desk training is provided on all tools, related software, hardware, and workflows.
  • Evaluate and recommend new hardware and software solutions to improve system performance, functionality, and end-user experience.
  • Provide regular and ad-hoc reporting and analysis of the project related data impacting Service Desk, with intent to optimize business performance and service outcomes, including analyzing and providing trend reporting.
  • Ensure management and staff have appropriate access to project information and tools to facilitate efficient execution.
  • Consult with the project team and end-users to clearly outline/document expectations and desired outcomes for future support needs.
  • Provide ongoing support to projects requiring Service Desk Support, with focus on timely delivery, reporting on success KPIs and documentation of functionality and procedural information.
  • Collection of feedback from the operational team on process gaps or inconsistent delivery
  • Undertake research to improve quality by analyzing project requirements, business issues, workflows, service desk tools, error and compliance incidents and develop recommendation and solutions.
  • Maintain inventory of all hardware and software assets related to the projects and perform routine equipment audits.
  • Collaborate with IT team members and software vendors to troubleshoot and resolve complex issues that arise on the projects before hand-off.
  • Represent the Service Desk by ensuring compliance with security policies and procedures.
  • Collaborate with the Project Team and business partners to onboard new entities aligning with the HSS Support model

Qualifications

  • Bachelor's degree in computer science complemented with at least 8 years of progressive IT experience (must-have). Proven experience in network administration, help desk, technical support, system security, user training, system and process improvement, and project management (PMP credential an asset).
  • Minimum of 5 years of managerial experience with good technical leadership skills, demonstrating the ability to lead operations, reporting, service delivery, and enterprise IT project implementation/support.
  • Proven experience with incident response, vendor, and end-user management. Solid risk management, and project management principles.
  • Experience in managing contracts and SLAs.
  • Dependable with a strong work ethic and commitment to maintaining resilient business and system operations. Good sense of urgency and ownership, a big-picture thinker who inspires the rest of the team, self-motivated with the ability to multitask and deliver solutions under pressure and within tight timelines.
  • Sound Technical Acumen - Understanding of the technology lifecycle, and functions, demonstrated through experience across service management, and project execution operations.
  • Strong leadership skills with focus to empower and develop the team, properly defining goals and providing feedback, and promoting team members' ability to work independently.
  • Demonstrated skills in relationship management, ability to communicate with and manage stakeholders across organizational boundaries, providing influence and arbitration where required.
  • Strong analytical and critical thinking skills and a good understanding of general business operations, with an emphasis on project and operational efficiency.
  • Ability to use business analysis tools and techniques to analyze existing processes and propose reengineered approaches that challenge the status quo, followed by accurate and timely execution.
  • Solid risk and change management skills, good documentation abilities, and a systematic approach to problem-solving, with a can-do attitude.
  • Strong customer service focus and ability to manage expectations and deliver closed-loop results.
  • 5% estimated travel across North America and Europe

#LI-SM2

Benefits of Employment: IKO recognizes that its success is due to the strength of its employees. A primary goal of IKO is to promote individual employee's sense of accomplishment and contribution so that employees enjoy their association with IKO. The Company invests in its employees so that they are the most knowledgeable in the industry, and undertakes great efforts to nurture loyalty to, and teamwork at, IKO. We are pleased to offer competitive compensation, health care, a progressive and challenging workplace and a commitment to teamwork and integrity.
 

Diversity and Equal Opportunity Employment: IKO Industries Ltd. is an equal opportunity employer. We are committed to diversity and inclusion and are pleased to consider all qualified applicants for employment without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability. IKO Industries Ltd. encourages and welcomes applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.